Tag: Customer journey

Are we reaching the email endgame? 

Recent reports in publications such as The New York Times have questioned email’s longevity as a communication channel of choice. But what’s the reality? How can we do communication with customers effectively? The argument goes that Generation Z (born between 1997...

Customer Success Operations: the hottest career in the customer service space

In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model, almost all have realized that they can’t accelerate growth without investing in Customer Success (CS). Usually, that means...

Gartner predicts by 2025, 60% of customers will seek service information from third-party sources 

According to Gartner, by 2025, 60% of customers will seek service from third-party sources of information not owned by the company. Currently, younger customers already use third-party information sources more frequently than older consumers, suggesting that this trend will increase...

Ethics led design: the only way to gain user trust

Trust matters. Whether it’s in a personal or a business relationship, loyalty grows only through trust. When trust is lost, it can be hard to win it back. However, current trends in UX design show that many companies are putting...

State of UX survey 2022: approach to UX measurement is lacking, despite link to revenue and business outcomes

UserZoom’s State of UX Survey 2022 is its fourth annual survey, which takes the temperature of the UX industry to see the trends, challenges, and opportunities ahead. This year 693 UX professionals from 40 countries were asked about the state of UX...

Empowering the business with UX metrics starts with good habits

Our latest State of UX survey asked 100 UX, design and product development professionals working in the software industry to share their approaches and attitudes to the user experience. The results confirmed what we suspected; while most executives and leadership...

Age Verify: a new digital identity signal helps businesses automatically verify the age of consumers

TeleSign, the leading provider of customer identity and engagement solutions, today released Age Verify, a new digital identity signal that helps businesses automatically verify the age of end-users. Using mobile identity insights, Age Verify immediately confirms if a user is...

New research: can clienteling  technologies improve business performance      

One of the fastest trending tech investments for retail brands is clienteling, a retail technique that empowers store associates with a customer and product data so they can handhold customers through browsing and buying to deliver personalised customer experiences.  Accenture’s Pulse Check...

What do cxpartners and Google say about the state of customer-centric organisations in 2022?

A new study by experience design consultancy, cxpartners, in partnership with Google, focusing on customer-centricity came across CXM’s desk.   The research report surveyed 110 businesses in Europe and found that customer-centric organizations grow nine times faster and are four times more likely...

Freshworks’ report looks at the future of CX in the Middle East and Africa

With digital-first experience defining the modern world Freshworks released their report where they outline key trends around business behaviour as well as the consumer. The report focuses on the future of CX in the Middle East and Africa with the...